OracleThe Support Technical Program leader in
Denver, Colorado

The Support Technical Program leader is a leadership role responsible for driving best in class service experience for Oracle’s Support business.

Candidates in this role require a detailed understanding of building Enterprise level Support Programs focused on driving up customer satisfaction and improving employee productivity through enhancements to our systems and processes as well as the use of new technologies. Software development and enterprise level Program Management experience are musts. Past working experience in Hosted Services and Implementation/design is preferred.

Key Responsibilities:

Define the best in class experience for Oracle’s Support business spanning both for Customers & Oracle engineers

Benchmark industry leaders and assess gaps in our business process, practices and operations

Identify trends, transformations and technology vectors and determine best fit for Oracle’s Support business as it moves into the Cloud

Analyze best practices across the competitive landscape across all sectors including Cloud companies

Identify Must Haves that Engineering must address to drive program changes

Contribute to Detailed design sessions to get the must have gaps addressed

Establish, Communicate and Negotiate Clear Timeline for deliverables across all stakeholders

Ensure Deployment plan and orchestrate business readiness to meet plan

Ensure smooth roll out and post-go-live task management

Identify Cloud Service Capabilities that represent opportunities for future uptake

Engage with a wide cross section of internal and external stakeholders – development and support and IT in ensuring successful transition.

Identify opportunities and deliver results for business optimization

Align with business goals for cost optimization & service excellence

Determine technology solutions to drive business transformation to achieve cost goals and service targets

Map system changes with the Engineering teams to realize the change

Professional Skills:

15 years of work experience in any combination of engineering and product management with increasing responsibilities, with at least 5-10 years in leadership role.

Knowledge and understanding of all aspects of enterprise level global Program creation, rollout and management

Knowledge and understanding of all aspects cloud service implementations, including migration and cutover.

MBA desired

Detailed Description and Job Requirements

Provides programs to improve operational efficiency, consistency, and compliance in support of the organization's financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.

Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing. Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals. Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures.

Acknowledged authority within the Corporation. Acts as a leader of large-scale company initiatives. Viewed by peers as a leader and top contributor and by line management as a key business partner. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected. For this, relationship management skills strongly desired. Strong written and verbal communication skills . Ability to partner across functions. 10 plus years relevant work experience.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.